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Employment Insurance Monitoring and Assessment Report 2014/2015  Annex 4 - Key program administrative data and results

Annex 4.1 Service Delivery1
In-person EI Requests2 Service Canada Web Site Visits3 Web Site Visits that Included the EI Index Page4 My Service Canada Account Logins5 Points of Service for EI Program Delivery6
% Change (in millions) % Change (in millions) % Change (in millions) % Change (in millions) % Change (number)
2013/14–2014/15 2014/15 2013/14 2012/13 2011/12 2010/11 2013/14–2014/15 2014/15 2013/14 2012/13 2011/127 2010/11 2013/14–2014/15 2014/15 2013/14 2012/13 2011/12 2010/11 2013/14–2014/15 2014/15 2013/14 2012/13 2011/12 2010/11 2013/14–2014/15 2014/15 2013/14 2012/13 2011/12 2010/11
Region
Atlantic -25.0 0.6 0.8 0.8 1.0 0.9 -2.5 7.7 7.9 8.0 8.6 n/a -21.4 0.5 0.6 0.8 0.9 n/a n/a n/a n/a n/a n/a n/a -2.3 84 86 88 88 91
Quebec -11.7 1.1 1.2 1.3 1.6 1.4 +3.6 20.4 19.7 19.4 18.9 n/a +7.6 0.9 0.8 2.3 2.4 n/a n/a n/a n/a n/a n/a n/a -2.1 95 97 107 117 115
Ontario -11.5 1.2 1.3 1.4 1.6 1.7 -1.7 28.2 28.7 29.0 28.7 n/a -16.1 1.8 2.1 3.0 2.8 n/a n/a n/a n/a n/a n/a n/a -7.0 172 185 197 198 202
Western -1.7 1.2 1.2 1.3 1.5 1.6 +3.7 22.6 21.8 20.7 20.9 n/a -9.5 1.4 1.5 2.1 2.2 n/a n/a n/a n/a n/a n/a n/a -3.8 205 213 216 222 225
NATIONAL -12.6 4.0 4.6 4.9 5.7 5.7 +1.0 78.9 78.1 77.1 77.2 67.0 -10.9 4.6 5.2 8.2 8.3 n/a +7.5 22.8 21.2 18.9 23.4 15.9 -4.3 556 581 608 625 633
  • Source: EI administrative data.
  • 1 Discrepancies between totals and the sum of regional values may be due to rounding.
  • 2 These values could reflect multiple requests by the same client. Statistics include clients assisted face to face and those serving themselves at a Client Access Work Station (CAWS) computer.
  • 3 Regional breakdowns for Service Canada web site visits were not available prior to 2011-2012, as the data capturing tool in previous years was not able to track visits at the regional level. In 2011, Service Canada replaced the old data capturing tool.
  • 4 Represents the number of websites visits for general EI information. The total value assumes no cross-over between English and French pages. Regional breakdowns are estimates based on samples of approximately 500,000 page requests per month. These statistics were not available prior to 2011/12.
  • 5 Regional breakdowns for MSCA logins are not available. The data tracking system used for MSCA is a secure information portal; hence, Service Canada does not track personal identifying client information through this portal. Personal identifying client information would be needed in order to capture regional data.
  • 6 "The values represent existing points of service as of March 31st for each fiscal year. Points of service include Service Canada Centres, Schedule Outreach sites and Service Canada Community Offices."
  • 7 The national total for 2011/12 Service Canada Web Site Visits was revised since the release of the 2012/13 Employment Insurance Monitoring and Assessment report.
Annex 4.2 Call Centres
Enquiries Resolved via EI Interactive Voice Response System1 Calls Answered (EI Specialized Call Centres)1 First Contact Resolution - EI Specialized Call Centres1,2 1 800 O-Canada EI-Related Calls3 First Call Resolution4 - 1 800 O-Canada EI-Related Calls
% Change (in millions) % Change (in thousands) % Change (%) % Change (in thousands) % Change (%)
2013/14–2014/15 2014/15 2013/14 2012/13 2011/12 2010/11 2013/14–2014/15 2014/15 2013/14 2012/13 2011/12 2010/11 2013/14–2014/15 2014/15 2013/14 2012/13 2011/12 2010/11 2013/14–2014/15 2014/15 2013/14 2012/13 2011/12 2010/11 2013/14–2014/15 2014/15 2013/14 2012/13 2011/12 2010/11
Region
Atlantic n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a -12.1 53 60 57 57 29 -18.5 8.8 10.8 13.6 9.9 12.1
Quebec n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a -4.1 134 140 152 183 105 -21.7 9.0 11.5 13.7 8.9 13.6
Ontario n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a -4.8 185 195 176 171 130 -24.6 9.2 12.2 13.9 11.3 10.3
Western n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a -3.2 179 185 163 165 103 -21.3 9.6 12.2 14.0 10.6 12.6
NATIONAL -9.1 20.0 22.0 22.6 29.0 28.7 -9.0 3,789 4,166 4,364 5,290 6,803 1.9 82.6 80.7 84.4 n/a n/a -4.9 552 580 548 576 366 -22.7 9.2 11.9 19.4 10.2 12.0
  • Source: EI administrative data.
  • 1 Regional breakdowns for Enquiries Resolved via the EI Interactive Voice Response Systems and Calls Answered in the EI Specialized Call Centres are not available as calls are distributed across the call centre network based on availability of resources in individual sites and not where the call originates from.
  • 2 The first contact resolution metric was not fully implemented until 2012/13. It was introduced partway through 2011/12. As a result, the metric for that year is not fully comparable to those for subsequent years.
  • 3 Data includes calls from within Canada only.
  • 4 EI Related Calls received on 1 800 O-Canada are based on program activities (enquiries) and more than one program activity may apply to a call. First Call Resolution was derived from program activity statistics that indicated only program information was provided to a caller to satisfy an EI related enquiry and a referral to the program was not required. While one enquiry may have been resolved at first contact, a caller may still have additional enquiries related to EI or other Government of Canada programs and services.
Annex 4.3 Mobile Outreach Services
All EI Information Sessions - Citizens Workers Facing Mass Layoffs Reached Employers Reached Work Sharing Sessions
% Change (number) % Change (number) % Change (number) % Change (number)
2013/14–2014/15 2014/15 2013/14 2012/13 2011/12 2010/11 2013/14–2014/15 2014/15 2013/14 2012/13 2011/12 2010/11 2013/14–2014/15 2014/15 2013/14 2012/13 2011/12 2010/11 2013/14–2014/15 2014/15 2013/14 2012/13 2011/12 2010/11
Region
Atlantic +4.4 119 114 209 219 254 +9.7 1,095 998 1,382 689 1,054 -64.9 47 134 154 298 351 -4.3 22 23 20 15 10
Quebec +37.9 586 425 461 582 849 +23.0 6,972 5,668 6,331 7,509 11,710 -42.1 272 470 771 1,822 35,158 +37.8 299 217 192 226 270
Ontario -38.6 632 1,029 1,003 1,021 963 +5.7 6,637 6,277 6,621 5,267 3,773 -30.9 496 718 962 2,144 4,291 +61.1 145 90 82 129 96
Western +39.6 282 202 318 306 413 +45.1 3,202 2,207 2,598 2,160 2,309 -43.6 136 241 594 421 595 -37.5 15 24 17 35 47
NATIONAL -8.5 1,619 1,770 1,991 2,128 2,479 +18.2 17,906 15,150 16,932 15,625 18,846 -39.2 951 1,563 2,481 4,685 40,395 +35.9 481 354 311 405 423
  • Source: EI administrative data.
Annex 4.4Electronic Records of Employment (eROEs)
New ROE Web Registrations ROEs Submitted Electronically by Employers1 % Distribution of Paper ROEs vs. Electronic ROEs by Region2
% Change3 (number) % Change4 (number) Year Over Year Comparison5 (%)
2014/15 2013/14 2012/13 2011/12 2010/11
2013/14-2014/15 2014/15 2013/14 2012/13 2011/12 2010/11 2013/14-2014/15 2014/15 2013/14 2012/13 2011/12 2010/11 2013/14-2014/15 eROEs Paper eROEs Paper eROEs Paper eROEs Paper eROEs Paper
Region
Atlantic -32.7 3,023 4,492 2,924 3,095 3,121 14.2 469,708 411,159 378,528 359,101 321,480 7.3 71.9 28.1 64.6 35.4 59.1 40.9 55.5 44.5 50.0 50.0
Quebec -42.9 7,928 13,883 10,404 9,727 10,990 8.6 1,860,226 1,712,712 1,532,848 1,427,301 1,252,792 7.7 78.5 21.5 70.8 29.2 64.8 35.2 61.2 38.8 55.6 44.4
Ontario -31.4 11,924 17,371 11,749 18,918 19,082 8.7 2,570,846 2,365,836 2,232,140 2,161,339 1,860,450 4.8 80.6 19.4 75.8 24.2 70.5 29.5 66.4 33.6 60.6 39.4
Western -26.9 14,304 19,575 13,853 13,278 8,563 8.1 2,278,175 2,107,413 1,973,827 1,812,232 1,575,802 5.5 84.2 15.8 78.7 21.3 75.3 24.7 71.3 28.7 65.2 34.8
Total6 -33.0 37,224 55,521 39,000 45,097 41,809 9.1 7,490,971 6,868,995 6,247,235 5,904,097 5,150,249 5.2 80.2 19.8 75.0 25.0 69.7 30.3 65.8 34.2 60.0 40.0
  • Source: ROE Single Database, Corporate Client Information Service (CCIS or Easy Access) - Employer Summary Table (Note: 2nd copy paper ROEs loaded in CCIS)
  • 1 Electronic Record of Employment (eROEs) consist of Web eROEs and Secure Automated Transfer (SAT) eROEs.
  • 2 eROE and paper distribution by region based on postal code and on telephone area code.
  • 3 Significant % change in the number of new ROE web registrations due to a change in methodology. In 2013/14 new web registrations were counted using the business number whereas in 2014/15 the organization ID was used.
  • 4 Significant % change in volumes of eROEs issued in each region are due to the manner in which eROEs' regions are established beginning in November 2013. Prior to the launch of My Service Canada Business Account (MSCBA)-ROE Web Online Registration in November 2013, eROE distribution by region was based on postal code/area code of the Parent Business Numbers. With the implementation of MSCBA, business number locations are established based on CRA's PAYDAC data.
  • 5 This figure represents the percentage point increase over the percentage of ROEs submitted electronically the previous fiscal year.
  • 6 Some employers are located in the United States but have employees in Canada. This leads to small variances in the totals, as their data are not captured in the regional breakdowns.
Annex 4.51 EI Claims Processing
EI Claims Processed Payment Accuracy Rates2, 3 Processing Accuracy Rates4 Speed of Payment
% Change (number) % Change (%) % Change (%) % Point Change (%)
2013/14–2014/15 2014/15 2013/14 2012/13 2011/12 2010/11 2013/14–2014/15 2014/15 2013/14 2012/13 2011/12 2010/11 2013/14–2014/15 2014/15 2013/14 2012/13 2011/12 2010/11 2013/14–2014/15 2014/15 2013/14 2012/13 2011/12 2010/11
Region
Atlantic 1.2 367,670 363,173 367,938 385,658 385,114 n/a n/a n/a n/a n/a n/a -2.4 94.7 97.0 94.7 90.8 94.9 2.9 75.9 73.0 77.5 73.7 85.2
Quebec 0.5 816,579 812,714 829,635 839,999 847,166 n/a n/a n/a n/a n/a n/a 1.9 94.4 92.6 91.5 90.5 93.2 0.8 79.0 78.2 82.4 71.3 84.1
Ontario 1.4 903,317 891,160 876,935 914,101 911,555 n/a n/a n/a n/a n/a n/a 1.0 82.6 81.8 80.5 80.6 84.4 2.1 69.9 67.8 70.6 71.1 83.9
Western 7.4 751,325 699,424 694,316 717,352 758,560 n/a n/a n/a n/a n/a n/a 1.4 85.3 84.1 84.3 84.9 86.3 7.0 65.9 58.9 68.4 69.5 83.1
NATIONAL 2.6 2,838,891 2,766,471 2,768,824 2,857,110 2,902,395 0.1 95.5 95.4 94.1 95.2 94.0 0.7 88.5 87.9 86.9 85.9 88.8 3.0 72.3 69.3 74.5 71.1 83.9
  • Source: EI administrative data.
  • 1 Annex 4.5 previously reported on Claimants Receiving Benefits through Direct Deposit. This section is now included in Annex 4.6.
  • 2 The EI Payment Accuracy Review (EI PAAR) program cannot provide results at a regional level as the sample size (a random sample of 500 EI claims per year) is insufficient to provide statistically valid results. Results are only available at a national level with a level of confidence of 95% and a margin of error of ±5%. Source: ESDC
  • 3 For analysis of the Payment Accuracy Rate by source, please refer to section 4. Quality: 4.1.1 EI Payment Accuracy Review of Chapter 4, Program Administration for more info.
  • 4 Prior to fiscal year 2010/11, results were presented by province, not by region.
Annex 4.6 Electronic Services
Applications Submitted Online Partially or Fully Automated Claims Claimants Receiving Benefits through Direct Deposit1
% Point Change (%) % Point Change (%) % Point Change (%)
2013/14–2014/15 2014/15 2013/14 2012/13 2011/12 2010/11 2013/14–2014/15 2014/15 2013/14 2012/13 2011/12 2010/11 2013/14–2014/15 2014/15 2013/14 2012/13 2011/12 2010/11
Region
Atlantic -0.1 98.7 98.8 98.8 98.5 98.3 0.0 73.6 73.6 74.1 66.8 65.8 1.7 93.8 92.1 90.3 88.0 81.8
Quebec 0.1 98.0 97.9 97.9 97.7 97.2 0.2 68.4 68.2 65.6 60.5 59.1 1.0 94.6 93.6 92.7 91.2 86.5
Ontario 0.0 98.5 98.5 98.4 97.9 96.2 1.2 67.5 66.3 65.5 59.0 56.7 1.4 93.3 91.9 90.8 88.5 82.6
Western 0.1 98.6 98.5 98.6 98.1 97.7 2.3 62.4 60.1 61.6 55.8 53.9 1.1 92.1 91.0 89.6 88.0 82.1
NATIONAL 0.0 98.4 98.4 98.4 98.0 97.2 1.0 67.2 66.2 65.7 59.7 57.9 1.3 93.4 92.1 90.9 88.9 83.2
  • Source: EI administrative data.
  • 1 Prior to the 2013/14 Monitoring and Assessment Report, this information was reported under Annex 4.5.
Annex 4.7 Integrity Operations
Investigations Completed Value of Overpayments Imposed Value of Penalties Imposed Total Savings
% Change (number) % Change ($ millions) % Change ($ millions) % Change ($ millions)
2013/14–2014/15 2014/15 2013/14 2012/132 2011/12 2010/11 2009/10 2013/14–2014/15 2014/15 2013/14 2012/133 2011/12 2010/11 2009/10 2013/14–2014/15 2014/15 2013/14 2012/134 2011/12 2010/11 2009/10 2013/14–2014/15 2014/15 2013/14 2012/13 2011/12 2010/11 2009/10
Region
NIS 1 9.6 32,289 29,464 32,510 38,584 36,200 36,325 77.4 15.9 9.0 11.2 13.3 11.4 11.5 110.0 4.9 2.3 3.7 4.1 2.7 2.8 56.6 35.4 22.6 28.6 30.9 24.4 24.9
Atlantic -7.2 27,342 29,452 44,569 49,162 79,732 87,312 -30.7 13.9 20.0 23.6 20.4 22.2 18.4 0.0 5.3 5.3 7.8 6.6 6.4 5.1 -10.0 39.5 43.9 52.9 49.5 58.6 64.4
Quebec -4.1 62,503 65,148 80,868 90,988 142,698 174,213 -7.8 39.9 43.2 54.7 38.8 41.8 46.6 -6.6 11.1 11.9 14.4 12.2 11.5 12.5 -4.6 100.2 105.0 121.6 98.3 114.6 124.4
Ontario 2.3 66,643 65,152 95,657 103,658 143,293 150,205 -33.0 30.1 44.9 59.0 45.7 53.7 42.7 -38.5 6.9 11.2 13.9 12.6 13.3 9.4 -11.1 87.0 97.9 120.4 107.8 125.7 113.0
Western -22.9 77,466 100,471 83,932 84,661 103,700 104,619 -29.2 28.7 40.6 39.8 31.7 43.3 38.6 -13.1 8.3 9.5 10.5 8.3 10.3 7.5 -21.9 88.7 113.6 115.0 99.1 130.2 112.5
NATIONAL -8.1 266,243 289,687 337,536 367,053 505,623 552,674 -18.5 128.5 157.7 188.3 150.0 172.4 157.7 -9.1 36.4 40.1 50.3 43.8 44.1 37.3 -8.4 350.8 383.0 438.5 385.6 453.5 439.2
  • Source: EI administrative data.
  • 1 National Investigative Services (NIS)
  • 2, 3, 4 Figures reported for 2012/13 were incorrect, the table reflects the revised figures for 2012/13.

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2016-04-25